Housekeeping - Quality Controller

LEGACY is a core value that Halekulani lives by to celebrate our cultural history. For over 100 years, the hotel has welcomed visitors to Waikiki Beach, sharing our gracious hospitality, impeccable service, and unparalleled cuisine. Halekulani and Halepuna Waikiki employees live the legacy through the "art of service."

As an integral part of a team of Halepuna Waikiki, the Quality Controller is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to supervising, training, and inspecting the performance of assigned Room Attendants, HSKPG Attendant-I (Housemen) & HSKPG Attendant-II on guest floors. Ensuring that all procedures are met and completed according to our hotel's standards.  Upkeep the cleanliness and maintenance of guestrooms and hallways up on the guest floors.  Assist where necessary to ensure optimum service to guests with genuine care and attention throughout his/her guest experience with Halepuna Waikiki.

1. Conducts pre-shift briefings with employees.
2. Greet and acknowledge all arriving/departing guests.
3. Maintain cleanliness, sanitation, and organization of work areas at all times.
4. Maintain complete knowledge of:
1. Departmental opening and closing procedures.
2. Daily staffing requirements, assignments, and documentations.
5. Anticipate guests’ needs, respond promptly & acknowledge all guests, however busy throughout your shift.
6. Maintain positive guest relations at all times.
7. Resolve guest complaints (on a timely manner), ensuring guest satisfaction.
8. Verify room status on A.M. report; report discrepant rooms; prioritize and update status of check-out rooms and handle guest requests.
9. Ensure that assigned staff has reported to work; document & counsel any employees with poor performances.
10. Coordinate breaks for assigned staff.
11. Prepare and distribute assignments to assigned staff and review priorities.
12. Communicate additions or changes to the assignment as they arise throughout the shift.
13. Assign designated personnel to rectify any deficiencies.

14. Fosters a positive working environment; leads with integrity and respect. 

15. Directly contact Room Attendant and relay any deficiencies to be corrected.
16. Update room status after approving cleanliness and condition in accordance with departmental standards. Inspect vacant / blocked and no-show rooms.
17. Check vacant, checkout, occupied rooms, verify and update status of discrepant rooms throughout the shift.
18. Assist with the inspections of VIP arrivals & Site rooms to ensure rooms are prepped in accordance with departmental cleaning standards and that rooms are ready on a timely manner.
19. Check DND rooms and verify status.
20. Counsel employee on any discrepancies.
21. Schedule & coordinate deep cleaning projects up on guest floors (i.e. guestrooms, hallways, elevator landings, stairwells, etc.) for HSKPG Attendant-I (Housemen) & HSKPG Attendant-II, update log.
22. Schedule & coordinate monthly cleaning projects in guestrooms for Room Attendants, update log.
23. Inspect guest floor hallways for deficiencies to be corrected.
24. Initiate, monitor of work orders for maintenance repairs and submit to Housekeeping Clerk on a timely manner.  Contact Engineering directly for URGENT repairs. Communicate with housekeeping management for rooms to be put out of order for repairs.
25. Conduct training of staff as assigned.
26. Report disciplinary problems to manager and participate in the counseling of employees.
27. Inspect occupied rooms to ensure compliance of cleaning standards and consistency in housekeeper’s performance.
28. Document pertinent information.
29. Review status of assignments and any follow-up action with manager and/or on-coming supervisor.
30. All checkout rooms must be released by 3p.m daily.  Complete night counts in accordance with departmental standards.
31. ‘Wow’ the guests with upkeep and maintenance of rooms, hallways, and cleaning services with pleasantries. Acknowledge all guests by name.
32. Reports maintenance problems, property damage and missing items, and reports suspicious activity to supervisors.
33. Ensure compliance of OSHA, Blood borne, safety regulations and compliance with employees.
34. Perform all other duties as may be required or assigned.

Reports To:        Housekeeping Manager, Working Supervisor,  (QAS) Quality Assurance Supervisor
 

Supervises:        Room Attendants / HSKPG Attendant-I (Housemen) / HSKPG Attendant-II
 

• Minimum of 1 year (2 years preferred) experience in housekeeping and some supervisory knowledge
• High school diploma or equivalent vocational training certificate.
• Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.

• None

• Ability to anticipate guest needs; respond promptly and acknowledge all guests.
• Ensure familiarity with all hotel services/features to respond to guest inquiries accurately.
• Must be highly organized, detail-oriented and have the ability to multi-task.
• Ability to maintain positive guest relations at all times.
• Ability to be cognizant of OSHA, Blood borne pathogens, safety regulations and compliance
• Good eye for details & follow through.
• Knowledge of proper cleaning techniques, requirements and use of equipment.
• Knowledge of proper chemical handling.

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to exert physical effort in transporting up to 50 lbs.
• Ability to stand/walk for up to 8 hours (throughout work shift).
• Good eye for details in touch, feel, sight and smell.  Able to ensure that the room is odor free and clean free of dust, tears, damages, stains, etc. of furniture and linen.
• Constant interruptions within work shifts and areas
• Maneuver cart and equipment
• Remain in continuous positions in standing, walking, squatting, reaching, lifting, pushing, pulling, wiping, climbing hand over hand, sweeping, mopping, bending, grasping, during work shift.
• Endure various physical movements throughout the work areas for the entire shift.
• Able to withstand height

• Indoor, air conditioned environment.
• Outdoor, non-air conditioned environment.
• Exposure to variable temperatures and weather conditions.
• Variable noise levels.
• Exposure to fumes; dusts; chemicals; and odor hazards.
• Constantly works alone and under minimal supervision.  Frequently works around people, such as guests and other employees.
• Equipment Used:  Supply cart, upright vacuum cleaner, duster, lint roller, broom, mop, step stool
• Other Materials:  Cleaning Chemicals / tools, and personal protective equipment (i.e. gloves, safety glasses, work shoes, and dust mask).

Hotels and Resorts of Halekulani is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.